Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable. Financial services are essential to leading a normal life and being an active citizen and participant in society.

Banking 74

Banking Contact Center Financial 2014 74

Beyond Philosophy

OCTOBER 1, 2020

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.

Books 178

Books Customer Journey Mapping Consulting Travel 178

Totango

OCTOBER 1, 2020

Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Executing the right type of customer engagement for the right type of customer means you can demonstrate value quickly and promote lasting growth that benefits both your customer and you

Customer Engagement 71

Customer Engagement Engagement Communication Customers 71

Zeisler Consulting

OCTOBER 1, 2020

I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification. People considered him a bit of an egotist and obsessed with certifications. Credentialism is a thing, after all. But I asked him once about all his accreditations. He said, “Some people say, ‘Sure, well you’re just good at taking tests,’ and I say, ‘Yea, I am, I guess.

Leadership 93

Leadership Customer Centricity Culture Management 93

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

One Millimeter Mindset

OCTOBER 1, 2020

Well, it’s Fourth Quarter 2020. Hard to believe, eh? What a roller coaster of a year 2020 has been thus far. And the most pressing question I’m hearing from so many of you is “How will the pandemic impact my professional trajectory?” Especially when you feel as though you’ve been on an extended work-from-home vacation since March. Even though you are juggling all sorts of personal and professional tasks and strategies as you move forward.

Blog 78

Blog 2020 Leadership Innovation 78

kommunicate

OCTOBER 1, 2020

Google Dialogflow recently introduced Dialogflow CX (Customer Experience) – a powerful tool for creating advanced virtual agents. The older version of Dialogflow has been renamed to Dialogflow ES (Essentials). Dialogflow is now a common term to describe both the Dialogflow ES and CX. In this article, we can see the enhancements and limitations of Dialogflow [.].

Virtual Agent 98

Virtual Agent Blog Article Customer Experience 98

Feedbackly

OCTOBER 1, 2020

Any business can be prepared to invest in Customer Experience (CX) in the motive of enjoying its benefits and supporting the growth of the. Source.

Customer Experience 98

Customer Experience Customers Culture Insights 98

CSM Magazine

OCTOBER 1, 2020

Ford Motor Company CFO Tim Stone announced today that he will join ASAPP Inc., the research-driven artificial intelligence company advancing the future of productivity and efficiency in customer experience (CX). Tim will join ASAPP in mid-October to be its Chief Financial Officer and Chief Operating Officer. He brings a wealth of knowledge and experience scaling and operating a business from his 20 years at Amazon and also at Ford.

2011 52

2011 2012 2010 Financial 52

Kustomer

OCTOBER 1, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Douglas Kramon , Senior Director of Fan Support & Customer Care Operations at ESPN, to discuss how customer care drives customer experience. ESPN is a world renowned sports network with an unmatched customer care system. Learn how Douglas has become so successful in customer relations by listening to the podcast below.

Sports 52

Sports Customer Care Customers Customer Service 52

Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Advantage Communications

OCTOBER 1, 2020

Whether you are the owner of a large retail outlet or you own an ecommerce startup, the holiday shopping season isn’t easy. Ramping up your customer service , however, can dramatically improve the experience your customers have with your business, and today more than ever retailers are looking for ways to drive profits.

Call Center 59

Call Center Customer Service Retail Customers 59

Amplifai Coaching Category

OCTOBER 1, 2020

AmplifAI is transforming Five9's Intelligent Contact Center data into automated, effective actions that make managers better leaders and agents higher performers - resulting in improved employee performance, employee engagement and overall customer experience.

Contact Center 52

Contact Center Engagement Management Customer Experience 52

Magellan Solutions

OCTOBER 1, 2020

Dubbed as the new call center capital of the world , the Philippines has become a household name among countries like the US, UK, and Canada. This is due to its world-class customer service and other specialized professional services. Also, it’s known for its educated workforce, efficient labor practices, industry expertise, low labor cost, and strategic location.

Call Center 52

Call Center Hospitality 2012 Culture 52

Amplifai Coaching Category

OCTOBER 1, 2020

The potential for modifying behavior and affecting performance and engagement through coaching is most significant and successful when it is relevant to, and therefore reinforces, formal and informal learning.

Engagement 52

Engagement Information 52

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

Forrester's Customer Insights

OCTOBER 1, 2020

Our US Federal Customer Experience Index (CX Index™), 2020, is now live! The report is packed full of great details about the quality of the US federal CX, its impact on agencies’ mission performance, and how they can improve. In brief, our results show that: The average federal CX Index score rose slightly to a […].

2020 38

2020 Customer Experience Customers 38

Amplifai Coaching Category

OCTOBER 1, 2020

ICMI Featured Contributor article. One of the greatest ways we build trust with employees is through review and discussion of their work performance. It's hard to be direct and courageous when it comes to discussing peoples' work behaviors though, and there are several ways we can fail at it miserably!

Engagement 52

Engagement Article 52

Brad Cleveland Blog

OCTOBER 1, 2020

It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately not all do. In this video from the LinkedIn Learning course “Customer Advocacy,” we’ll look … Continue reading → The post Customer Advocacy: Harnessing Service and Operations appeared first on Brad Cleveland.

Customers 26

Customers Customer Service Call Center Contact Center 26

Amplifai Coaching Category

OCTOBER 1, 2020

Contact centers have worked hard to keep up with the pace of change in infrastructure, platforms, processes, and consumer demands - and frontline service representatives have been working hard too, but it's a daunting endeavor for even the most motivated of people!

Technology 40

Technology Contact Center Customer Experience Consumers 40

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Brad Cleveland Blog

OCTOBER 1, 2020

It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately not all do. In this video from the LinkedIn Learning course “Customer Advocacy,” we’ll look at why this is so important and some examples of how to put customer advocacy to work.

Customers 26

Customers Customer Service Call Center Contact Center 26

Amplifai Coaching Category

OCTOBER 1, 2020

ICMI featured "What do Millennial's Want? Unlocking Explosive Millennial Engagement in Contact Centers" on October 10th, 2017.

2017 40

2017 Contact Center Engagement 40

NICE inContact

OCTOBER 1, 2020

Customer Experience 62

Customer Experience Customers 62

Steve DiGioia

OCTOBER 1, 2020

Businesses all over this country are littered with the remnants of employees who do a good job. But what about those employees who go above and beyond? There is nothing that impresses a boss more than an employee who takes the initiative. The initiative to do more than he or she is asked for. Example: The initiative to plan ahead, look at the “big picture”, and take the steps needed to make the department or business more efficient, and improve on the existing way things are done.

105

105

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

Bizagi

OCTOBER 1, 2020

Bizagi Catalyst, our annual event is back. And this year is going to be the best yet. Our new virtual conference means that we can bring together up to 10X more members of the Bizagi community than ever before. And, it’s 100% free to attend! Sign up for your place at the event now. Join us from October 13-15 to celebrate the incredible innovation achieved by our community amid the global pandemic.

Events 92

Events Innovation Blog 92

dscout People Nerds

OCTOBER 1, 2020

Here’s a deep dive on managing an effective research project—from the moment a research idea lands on your desk, to your critical post-study discussion on “next steps.

Management 75

Management 75

Strikedeck

OCTOBER 1, 2020

Kristen gives practical advice on ways to build a stronger program with your product team.

Customer Success 98

Customer Success Customers 98

Second to None

OCTOBER 1, 2020

Brand perception and success are built on customer satisfaction. But how do you know if your customers are satisfied with your product, service, and experience? They’ll tell you. And at first, all you have to do is listen. “Negative” Feedback is Better Than No Feedback. Sometimes customer feedback is great! Sometimes, it’s not-so-great — and that’s okay.

Feedback 62

Feedback Social Media Customer Satisfaction Measurement 62

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement